Title: Technical Account Advisor
COmparable Job Title: Technical Account Manager
Location: Virtual within the US
Overview
Blue Yonder is seeking an astute individual that has a strong technical foundation along with excellent communication and customer facing skills who can help in maintaining relationships with our customers, addressing their technical needs as well as finding opportunities for account growth.
Scope of Work
The Technical Account Advisor is responsible for establishing relationships with key IT and business stakeholders, ensuring both tactical execution against the SaaS engagement and appropriate focus on longer-term customer objectives. Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition.
What you’ll do
- Own a portfolio of enterprise customers to drive overall service delivery to success by keeping balance between customer’s expectations and delivery realities
- Remain SaaS customer focused – owns tactical and operational activities, horizontally aligned
- Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with Blue Yonder Customer Support, consulting, sales, and product teams
- Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives
- Understand new Blue Yonder product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades
- Regular customer connects to review system health and open cases
- Maintain customer relationship and identify potential expansion opportunities
- Work towards making the customer a referenceable contact
Specific goals center on the following
- Customer health measured by SLA performance and operational efficiency improvement (incl. time to resolve account escalations, case backlog, etc.)
- Customer SaaS solution expansion
- Monitor and report consumption and adoption metrics
- Produce and deliver monthly SLA reports to customers, and ensure SLA compliance
- Ensure adherence to SaaS policies and procedures
- Escalation management and identifying customer success plan
What we are looking for
- Bachelor's degree required with a focus in Business or Computer Science preferred
- Minimum 2+ years' experience Technical Account Manager role or similar role (e.g. customer support, Technical/Solution Architect, customer success, service delivery management, project management)
- Experience in application & understanding of SaaS technology landscape
- Experience managing critical customer issues with senior management; good verbal and written communication
- Understand service management framework (e.g. ITIL)
- Strong project management & consultative skills
- Analytical and problem-solving skills; strong team player as well as a proactive individual contributor
- Extremely well-organized with an ability to work well under pressure
- Ability to travel within region up to 25% of the time to be on site with customers
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The salary range for this role is $90,000 - $102,000.
The salary range information provided, reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.
At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes:
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Comprehensive Medical, Dental and Vision
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401K with Matching
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Flexible Time Off
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Corporate Fitness Program
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A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more
At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
